A sync issue can turn a simple task into a troubleshooting project. A deposit doesn't sync, an invoice gets stuck, or a payment never makes it to your connected system, and now you have to figure out why.
That friction is common, and it is costly. According to the Institute of Finance & Management, 12.5% of invoices handled manually require some kind of rework. Versapay puts a number on the downstream effect: 51% of finance leaders say applying payments and reconciling accounts is a point of concern for their team. A stuck deposit or a mismatched payment is rarely just one record. It's the reason your team loses an afternoon.
The FlexPoint Support Agent investigates common sync issues directly in your FlexPoint Admin Portal. It checks the records behind the problem, explains what's blocking the sync, and guides you toward a resolution. For supported issues, it can take the available action to fix it for you. It's especially useful when an error message doesn't clearly explain what's preventing a record from syncing. It joins FlexPoint AR Agents as part of a growing set of agents built into the FlexPoint platform, each one taking a piece of the back-office work that used to sit with your team.
What does the Support Agent do?
A sync issue doesn't always have an obvious answer.
A deposit might be missing a payment, tied to an inactive customer, or pointed at the wrong account. An invoice might have an item, tax, or configuration problem. A payment might already exist in your connected system or be out of balance.
The Support Agent investigates all of it for you.
Deposit sync
When a deposit isn't syncing, the Support Agent can check:
- Invoice and payment statuses
- Your connected system connection
- Missing payments, or payments reconciled to another deposit
- Missing or inactive customers
- Deposit funds account information
- Payment items and whether they match your connected system
- Connected system errors
- Required account information
Reconciliation is exactly the kind of work automation is built for. Rynoh found that automated systems cut the time spent on reconciliation by 95% compared to manual work, and the ACFE estimates organizations typically lose around 5% of annual revenue to fraud, the kind that unreconciled records can mask. For a deeper look at how automation changes this picture, see how FlexPoint transforms MSP payment automation.
Invoice sync
When an invoice isn't syncing, the Support Agent can check:
- Configuration issues
- Missing or mismatched invoice items
- Tax issues
- Account information
- Missing GL entries
Invoice errors carry a real price tag. Adobe puts the cost of processing a single invoice at $15 to $40, and that's before anyone has to stop and figure out why one didn't go through. The Support Agent is built to close that gap before it turns into billable admin time. If you're tracking billing efficiency more broadly, what are MSP billing KPIs walks through the metrics worth watching alongside it.
Payment sync
When a payment isn't syncing, the Support Agent can check:
- Invoice status
- Duplicate payments in your connected system
- Abandoned payments
- Connected system errors
- Payment balancing
- Required account information
For refunds, it also checks the original payment's status and amount.
What it looks like in practice
Say a deposit from last Tuesday still hasn't shown up in your connected system.
You open Reports → Deposits, click the Support Agent, and choose "Why did my deposit fail to sync?" Instead of handing you a generic error, it works through the records behind that deposit. The connection is healthy. The customer is active. The funds account is set correctly. One payment in the deposit is already reconciled to a different deposit, and that's what's blocking the sync.
The Support Agent tells you what's happening, points you to the payment causing the issue, and, where the fix is supported, offers to take it from there.
That's the difference between an error message and an answer.
Troubleshoot sync issues from the page you're already on
No ticket. No context dump. No starting over.
The Support Agent reads the FlexPoint page you're viewing and uses it as context. That's what tells it which records are in play and which actions are available to you.
Working on a deposit issue? Open Reports → Deposits. Troubleshooting an invoice? Open Invoices. Looking into a payment? Open Reports → Payments.
You don't need to open a specific deposit, invoice, or payment first. Landing on the right page is enough. If your team is also looking to lighten the load around reconciliation and deposit matching more generally, 8 ways FlexPoint helps your bookkeeper covers the related ground.
How to use the Support Agent
- Open the FlexPoint page related to your issue.
- Select Agents → Support Agent, or select the Support Agent button in the top-right corner of your dashboard.
- Choose a Deposit Sync, Invoice Sync, or Payment Sync question for the Support Agent.
- The Support Agent investigates and explains what it finds, then gives you next steps or an available action.
Instead of free-form chat, it uses a guided support experience focused on the issue you're trying to resolve, so you always know what it can help with. When an issue falls outside what the Support Agent can resolve, FlexPoint Support is still available to help.
Take a self-guided walkthrough of the Support Agent below.
No setup required
The Support Agent is included with every FlexPoint subscription and is ready to use. There's no separate setup or activation process. Open it from your FlexPoint Admin Portal whenever you need help with a supported sync issue.
Your conversation follows you as you move around FlexPoint, so you can keep working without losing your place. It stays available until you select Clear chat.
Less time troubleshooting, more time getting work done
Sync issues come with the territory when you're managing billing and accounting workflows, but resolving them shouldn't pull your team away from the work that matters. According to DepositFix, 52.6% of companies that fully automate AR processes report better data visibility, and that visibility starts with records that actually reconcile.
The Support Agent joins FlexPoint AR Agents as part of a growing set of agents built into the FlexPoint platform, each one taking a piece of the back-office work that used to sit with your team. For a broader look at where this is headed, see how to use AI in your MSP back office.
The Support Agent is available in the platform now. Schedule your personalized demo today to see it in action.
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